Tickets - User time per ticket

[JPaleschi]

Is there any way to have the ability to log time spent working on a ticket?

For bespoke development work this is an absolute must for billable work solutions on tickets - and for our support service teams it is a major KPI to see how long tickets are taking to see if there is any streamlining required.

[JonathanS]

Hey @JPaleschi, 

We have a Advance SLA app for HubSpot, Timerman, that tracks the amount of times both Tickets and Deals spend in each stage down to the minute. We allow you to assign certain stages as "working time" so that you can move tickets to a "Working Stage" when they are being worked on. This time automatically updates a ticket/deal property within the ticket/deal so can build out reports showing the working time. There are a ton of other features that come with Timerman so you can track way more than just the working time!

Feel free to shoot me a message if you have more questions!

Thanks,

-Jonathan

 

[karstenkoehler · Accepted solution]

Hi @JPaleschi,

As you probably already found out yourself, HubSpot does not have an out-of-the-box solution for this.

This has been discussed in previous threads already, see for example this one: How can I track time for service tickets. For example, this can be achieved with StopWatch for HubSpot based on custom objects.

There are also additional third-party solutions:

Tmetric

Clockify

There is also an open request in the HubSpot Ideas section of the community: TIME TRACKING OF TICKETS. It's a bit loud but I recommend upvoting and commenting with your own requirements. The product team reviews these requests based on their popularity.

Hope this helps!

[JPaleschi]

Thanks, Karsten! I'll have a look through the third party options now!